English for human resources8280588059562617789

Contents
PAGE

5

14

24

33

42

50

I

TOPICS

USEFUL LANGUAGE AND SKILLS

Recruitment

Job descriptions
Person specifications
Recruitment sources and advertising

The language of job descripti ons
Exchanging in formation
Making sugges ti ons

Agreeing and disagreeing

Selection

Job advertisements
A curriculum vitae
The job interview
Ageism

Arranging an appointment
The language of interview
question in g
Establishing rapport

Employee
relations

Employment contracts
Disciplinary and grievance procedures
Health and safety at work - stress
and workplace injuries

The language of contracts
Writing offer and rejection letters
Giving and requesting information

HR deYetopment

HR development practices
Dealing with staff problems

Appraisal interviews and reports
Training courses
Equal opportunities and diversity

Making recommendations
The language of appraisal
interviews (dip lomatic language,
softening disagreement)

Reward and
remuneration

Salaries and fringe benefits
Salary reviews

Asking for and giving feedback
Clarifying
Agreeing and disagreeing
Interrupting
Talking about figures and numbers

Industrial
relations

The role of trade unions
labour relations
A wage negotiation

The language of negotiating
(persuad ing, bargaining)

UNIT TITLE

I
I
I

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PAGE

APPENDIX

58
60
62

Test yourself!
Partner Files Partner A
Partner Files Partner B

64
70
74
79

Answer key
Transcripts
Model letters

Useful phrases and vocabulary


15

Recruitment

Put the following list of recruitment tasks In the order you think they normally occur.
a Check or write the job description.

c Prepa re a person specificati on .

b Make a job offer.
d Advertise the job.

e Shortlist applicants from

f

the first interviews.

i nte rvi ews.

g Carry out screening and interviews .

I

h Select the most suitable candidate.

After an emp loyee resigns, analyse the job and

I

Condu ct second

consider alternatives for hiring a replacement (e.g.

j

Send feedback t o

un successful app licants.

internal staff versus the la bour market).

Compare your results with a colleague's or check the Answer key.
In the above example an employee resigns. Can you think of other reasons to look for new staff?
Which recruitment tasks above are you involved In?

1

Job descriptions and person specifications are two important HR tools.
What type of information do they Include? Sort the Items below Into the chart.
..d~~ i ra l3 le

skil ls-

location of workp lace

previous experience

skil ls and qualities needed for job

reporting relationship (who person is
res ponsible t o and for)

qual ifications / t raini ng

job tit le

key d uti es / res p0 nsib iI ities

practica l requirements (shift work, travel, etc.)

personal style/ behaviour

Job description

Person specification

main purpose of job

desirable sKilfs


6

I UN IT1
2

Recruitment

Label the sections of the job description extract below with section headings from the box.

Essential experience • Job title • Key duties/responsibilities •
Main purpose of job • Reports to • Responsible for • Workplace location

JOB DESCRIPTION
Training Manager - U.K.
General Manager, U.K. and NOllhern Eu rope
_ _ _ _ _ _ _ _ _ _ _ _ _ _ _3

A small team of u.K. trainers
2 administrators
1 secretary/ personal assistant
To design, develop, and carry out genera l training
programmes for U.K.-based personnel, with particula r
emphasis on IT with branch managers on implementing team-building
training and monitoring effectiveness.

5

To design and implement new training cou rses and record
results and to identify futu re needs of the company.
To prepare a staff training manual for use at all branch
offices.
To carry out an initial training a udit and prepare a report
on findings wilh on-going suggestions.
To be responsible for the annua l U.K. training budger, to

reron to the Board annually, and to work w ith in the
agreed budgel.
To visit all branch offices regu larly in order to train branch
managers, review on-going tra ining, and assess customer
service.
To report weekJy to the General Manager, u.K. a nd
Northern Europe.

6

Training management and evaluation experience.
Management and coordination of team of trainers.
Budget management.

7

Based in ~anchcster, the job involves substa ntial travelling
in Great Britain ,lnd 'orthern Ireland (e.g. 10 visit branch
offices and carry out training programmes).


UNIT 1

3

Recruitment

True or false? Correct the false statements.
1

The job is based in Northern Ireland and doesn't require much travelling.

2

The training manager is responsible for three people.

3 The job is for somebody with an extensive training background.
4 The training manager reports directly to the Board of Directors.
5 The training manager is responsible for conducting an audit of training requirements and
preparing a new training manual.

USEFUL LANGUAGE

The language of job descriptions
Keep job descriptions simple so that they are easy for job applicants to
understand. Avoid complicated phrases, company jargon, or abbreviations.
Below are some useful verbs to use when explaining key responsibilities:
to
to
to
to
to
to
to
to
to

develop general training programmes
work closely with branch managers
implement new training courses

prepare a staff training manual
carry out an initial training audit
assess customer service
be responsible for the training budget
identify future needs
involve extensive travelling

Other useful 'doing' verbs for job descriptions:
to advise or to inform
to maintain or to keep at the same level
to monitor or to check

to plan or to organize
to sup po rt or to assist
to supply or to provide

Remember ...
e people work for or at a company
e they work in a department or team
• they are responsible for other staff and for (doing) their work
• they are responsible to or accountable to their boss/manager

4

l

Choose the correct verbs to complete the sentences.
1

The training manager reports to/manages/monitors the general manager.

2

The suitable applicant must be able to develop/work/implement close ly with bra nch offices and
develop/introduce/support a good team spirit.

3 We need to contribute/implement/train new training courses and identify/develop/manage
needs for the future development of the staff.
4 There is a certain amount of hands-on work which involves carrying out/ ensuring / contributing
training courses for U.K.-based personnel.
S First you need to maintain/prepare/operate a new staff training manual.
6 U.K. branch offices need to be supported, so the job maintains/ensures/involves a lot of
travelling.

I7


8

I UNIT 1

Recruitment

5

Complete the gaps with verbs from the list to describe some of the competencies of a manager.
Try to use each verb once.
build • develop • ensure • identify • improve • motivate • react to

A manager shou ld be able to:

_ __ __ __

_

1

staff performance.

_ __

_

_

_

_

_

2

an effective team.

_

_

_

_

_

_

_ _3

change .

_

_

_

_

_

_

_ _4

staff.

_

_

_

_

_

_

_

_

5

creativity.

_

_

_

_ __

_

_

6

problems.

_

_

7

deadlines are met.

_ __ __

6

7

_

Use some of the verbs covered in this unit so far to write a short job description of your own job.
Then swap job descriptions with a partner and discuss any improvements that could be made.

Now look at the person specification on the next page. I t is for the training manager's position
descri bed on page 6. Work with a partner to decide where the section headings go.
Additional information • Skills and qualities needed for job • Desirab le skills •
Personal style/behaviour • Previous experience • Qualificatio ns/trai ning

8

Match these words and phrases from the person specification with their definitions.
1

to work on your own in it iative
4 leadership
2

6 t o coo rdinate

interpersonal skills
5 so un d knowledge

7 training audi t

3 open lines of communication
a the ability to develop good relationships between yourself and others
b to organ ize the differen t parts of an activity or the people invo lved so that everything works well
a careful examination to find out how much t raining is done and whet her it is effective and
necessary
d creating and maintaining an atmosphere in which people communicat e easily and effectively
e to wo rk independently, without anyone telling you what to do
f a good level of information about or understanding of someth ing
c

g th e ability to head a group or company


UNIT 1

Person Specification
Training Manager - U.K.
1

Educated to degree level or equivalent experience
Institute of Training certificate
Language skills in French and Gennan an advantage

2
At least five years' experience in a leadership/managerial training role in an IT or
a high-tech company
Member of recognized training organization(s)

3
Applicants must be able to demonstrate success in the following areas:
Managerial ability
Team building and ability to motivate staff
Creativity:
a) to identify future training needs
b) t o design materials and manuals
c) t o design and carry out training programmes
Preparation and implementation of training budgets and audits
Monitor staff performance throughout the organization
Maintain open lines of communication on all training issues with managers and
Board

4
Sound IT experience and knowledge of all general software programs
Customer care and quality management experience

5
Proven interpersonal skills
Ability to communicate at all levels of the organization
Active decision-maker able to work on own initiative

Innovative
Intercultural awareness and sensitivity
Team worker

6
Must be mobile and able to travel on a weekly basis.
This is a progressive role with opportunities for promotion in the U.S. or Europe.

Recruitment

I9


:10

I UNIT 1

9

Recruitment

Now write a person specification for your own job and evaluate it with your colleagues.

AUDIO

10

AUDIO
2

Listen to the conversation between Jackie Branigan, head of HR at the U.K. head office of a large
European manufacturing company, and David Grundy, her recruitment officer. Tick ~ the types of
recruitment sources they mention.

National newspapers

Recruitment agencies

Company intranet

Trad e magazines

Local newspapers

Internet

Word of mouth

International business magazines

Listen again and decide whether the following statements about the conversation are true
orfalse Ci L
1

Jackie is responsible for the recruitment of the personnel in Madrid. [

2

Francisco Menendez is general manager of the Madrid office.

3 The personnel officer they are looking for must have 2-5 years' generalist HR experience.

G2l

I

4 Applicants shou ld have either a qualification in human resources management or a university
degree.
5

English is not important for the job.

6

David is confident that they will have good applicants from inside the company.

7 There are not many job advertisements in the Spanish HR paper.
8

David is offering applicants interviews in the U.K. and in Madrid.

9 They are looking for a personnel officer because of a recent merger.
10

Jackie will conduct the interviews.


UNIT 1

11

Recruitment

Match the words and phrases from the conversation with their meanings.

a

keep (sb) posted

1

discuss something
(have been) given official approval

b

disciplinary procedures

2

c

have a word about

3 an organization's private computer network

d

merger

4

f

inside a company

S when two companies become one
6 newspaper or magazine for a specific profession

e trade paper
cleared

gin-house

7

keep somebody informed

h

8

ways of warning employees that they are breaking the rules

intranet

Now complete the sentences from the conversation with the words and phrases above.
1

Can we just

the search for the personnel officer ...

2

... the job description and person specification

3

Francisco Menendez ...
... firstly on our European _ _ __ __

have been finalized and

4 I don't think there's much chance of finding anybody

5
6
7
8

12

or in the European offices.

... we took on a lot of employees with the

in 2006.

?

What about an ad in the Spanish
(me), please.
I have a meeting about

with

Just

in about five minutes.

Word families: Complete the following sentences with words related to the key words-

employ and recruit. (You might need to add prefixes or suffixes and change the form.)
Here's some help with employ to get you started.

employ
1

re

2

( emPlOY )
er
un

ment

sel[-employed

unless they work for severa l different companies.

ed
ee

self-

We are unable to use people who are

There are more people on the job markets when

levels of _ _ __ __ _ __ _ are high.

3 She told her _ _ __ _ _ _ _ _ she was
looking for another job.
4 We engaged six new _ _ __ _ __ _ __ in the
last quarter.

S We _ _ _ _ _ _____ her in the same position when she returned from maternity leave.
recruit
6 Last year we _ __ _ _ _____ two team leaders for our call centre.

7

We've revised our overall
employment legislation.

procedures because of the new

I II


1.2

I UN IT 1

13

Recruitment

Match the definitions (a-g) with the different
sources of recruitment (1-7). Which sources
does your company use to find new employees?
Which sources do you think are most effective?

1

word of mouth

2

internal advertising

3 media advertising
4 advertising in trade press

Internet recruitment sites for job seekers
magazines for specific professions
organizations that match jobs with peop le's experience

letters receive d from people looking for a job (but not
responding to an advertisement)

5 online recruitment

e advertising vacancies inside a company

6 recruitment agencies

f advertising jobs in the local or national press
g passing on information by networking or talking to people

7 unsolicited applications

14

a
b
c
d

First study the Useful Language for exchanging Information. making suggestions. and agreeing
and disagreeing. Then look at your profile in the Partner files and role-play the situation with
your partner.
Partner A File 01, p. 60

it

l

.;roiml~ilm ~ Partner B File 01, p. 62

USEFU L LANGUAGE

Exchanging information
Can we just have a word about ... ?
I'd li ke to be up to date on what's
happening.
So where/what are you planning to ... ?
Well, firstly I thought I would ...
I'll loo k into it (though) .

Making suggestions
I suggest we .. .
In my opinion .. .
What do you think about ... ?
Actually, there is someone in
the company who ...
Well, we shou ld consider ...

Agreeing and disagreeing
I agree./I disagree.
I think so too.
You have got a point (there).
Yes, (that's a) good idea.
(I'm) Not sure I agree with you
t here.


UN IT 1

Recruitment

Read the article on the benefits of using recruitment advertising agencies and discuss the
questions below.

The benefits of using recruitment
ad,rertising agencies
Traditionally, recruitment advertising agencies are
responsible for designing, writing, and placing job
advertisements in the media. While this is still their main
responsibility, they are now offering companies other
services such as internal employee communication and
the development of company literature, websites, and
corporate identity (Cll in general. This change in focus
reflects changes in the world of business. More and
more companies now recognize the value of good
employees and just how important it is to hold on to and
attract skilled staff. Effective communication can help
build bridges between the staff and the employer and
provide both with an identity they can be proud of.
[-jen) Me .i u SI some ol'llle bellrJil ci of llsing

di rren~ 111 ~ccl OJ'S or ill(i Ii st r i(' ~. Thi~ CH II

rel' rllifillcat adver fi s in g agellrics :

l]('lp 1 h em und tTSIHmlll COlUpCl1 I \, '~

• Agc ne ic s iJave. thec:xpcnise lhn i

IIl urkt'l pla ce aut! 10

POSili o ll wifllin Ihe l'ccrllilllJcJlI
cOlilpanic ~ do nO I n hvays Ila\'e in - hollse.
Tlli~ ill cJudt~ 11 0t

on ly tlie ahilify to wrile

S(,('

a ll t'1I.1ployl'r·"

grealesl s(' lIing poi.nts.

• I)eve lo pi ll g 11 llew r('crll ilm e lll ca llipa ip: 1l
a ll('\\' ("orpon'll (, id e lll it y rt' fjuircs a lot

and desigll aels bill a l 'o the kno\\'l edgt' or.

01'

and re in I ionships wit h, I he press a lid

of li m e amllllonc)'. L sillg H n agency

mcd ia. Agenci es can ncgotiaj"t' Iwlll"!"
prices a n d IGloW whid] type o r M lvcrt ",h elli er iu a lIews pnpcr., 1r;1clc magazi ur ,
or' on li nc - call he~t ITacit I he (,:lI1 11 idatt"s
you n rc lookillg for,

• .M all)' lnrgel' agcJl(;ies operate in wide,

1'0

handle I his I'or YOII a !lows you 10
COllce ll ira l r

0 11

rlll lllilig

~" O lll'

cO lllpnn y.

By llIaking nllf' agellcv respollsihle. fo r a ll
~' Olll' ('{'crll i l merit' lIeed s , ~,i OLl

ca ll

lIlakr

slire your COl1lptill Y "as a to nsj:;l elll

message Hmlllili s a ltrar ls Ihe rig ht slu fr

even gJoLnl. Illarkrts alld repres en f

10 fit ~"o llr

companies of d ifTe rCli1 ~izes across IIIaIlY

YO lfr cOlllpallY"

cUrp0 I"<.ll ('

(:lI lllirc alld sha re

go<:,k

OVER TO YOU

Does your company use recruitment advertising agencies for designing and placing job ad vertisements? What are the advantages and disadvantages in your field of busin ess?
How does your company deal with corporate identity? Is th e same agency - or departm ent in your
company - res ponsible for both functions?

I 13


14

I

Selection

STARTER

Work with a partner. Decide whether you agree or disagree with these statements
about job applications and interviews.

Agree

1

A curriculum vitae should be no longer than two A4 pages.

2

It is good practice to include a photograph on a curriculum vitae.

3

It is not necessary for applicants to put their date of birth on their application.

4

References which candidates supply with their applications could be fa lse so

L

J

n

Ll

Disagree

l
L.

[-

[ J

[
[

r'

[

[ 1

you shouldn't always believe them.

5 You should enclose copies of certificates and exam results with a job application.
6 It is a good idea to supply applicants with a job description and person
specification before the interview.
7 Applicants should never wear jeans to an interview.

L-

,

[~

8 At an interview it is appropriate to ask female applicants about their plans for
starting a family.

DID

You KNOW?

A curriculum vitae or CV In the U.K. is called a resume in the U.s ..
A reference is a letter written by someone who knows the applicant (usually
the current or a former employer) and can give information about the
app licant's abilities. The person who supplies a reference is called a referee (U.K.).

1

Look at the online job advertisement for Virgin Atlantic on page 15. Is it similar to a job advert
from your company? If so, how? What do you think would attract applicants to apply for this job?

2

Match these phrases from the Virgin Atlantic advert (1-8) to the definitions on the right (a-h).
1

to create rapport

a

2

to understand their needs

b to get extra money for working 'unsociab le' hours

3 to provide advice
4

to promote a range of services

c

to have the right to extra advantages on top of salary
to suggest the best way to do something

d to visit a company to discuss a job

5 to attend an interview

e to develop a good relationship

6 to be notified of the outcome

f

to be told the results of a decision

7 to receive a shift allowance

g to attract people's attention to what you offer

8 to be entitled to a benefits package

h

to know what they want

UNIT 2

Travel Adviser - The Office, Crawley

3

Selection

I 15

Vlrgm atlantIc ~

Some applicants had questions about the job. Supply the answers.
1

'What are the hours of work exactly?'

2

'What are the main responsibilities of the job?'

3

'How many calls willi have to handle a day?'

4 'Where is the job located?'
5 'What will the interview consist of and how will we learn the
results?'
6 'Are there any other payments in addition to the basic salary?'

7

'What other benefits do you offer?'

8

'Does everyone receive the same benefits package?'

DID You KNOW?

I

advertise~ents

job
can also be
shortened to job ads or job
adverts. They're also known as
recruitment advertising or in
newspapers and trade magazines
as appointments (U.K.) and

l

someti me~~ob oppo~un~ies~

I

J

16

I UNIT 2
4

Selection

What details would you expect to find in a curriculum vitae? Complete the mind map
with items from the box. Can you add any more items to the mind map?
a brief summary of 'your work eXfjeri enee and abilities • dates of previous
employment • duties in previous jobs • relevant courses attended • full contact
details • language skills • main exams or degree • marital status • name and
address • achievements/ski lis in career • outstal,dillg qualities • previo us
employers • nationality • professional quali fica tion or title • school and university
details • qualifications or certificates from on-the-job training •
specializati ons/publicat i 0 ns

educatio n
personal
profile

pe rso nal
details

( CV/resume )
career
histo ry

t raining

-----c

outstanding qua lities )

a brief summary of your wo rk
experience and ab ilities

key skills

Now put these main headings into a logical order in which they might appear on a CV.
education

personal profile

key skills

5

Read the letter on page 17 and label it with
the following items (a-i).
a

invitation to an interview

b

acknowledgement of the applicant's
letter

c

polite ending

d

subject of the letter

e

contact details for arranging an interview

f

salutation

g

letterhead

h

note that somethi ng has been sent
with the letter
complimentary close
procedure if invited to a second
interview

training

career history
perso nal deta ils


UN IT 2

~ Mobile plus SA
po dc la Cnsl('lIuflCl 28, 2BCH6

.\ls ,Vlpiallif' S ltlith

2S AlI glisl 2007

Flal.j.

21 Lylll i 1I,!!1 01 I Hoad
1': PSOIll, SUITP'
I ~ PS

:J1W

U,K,

p :l
Applkution for' Call CCIl("C TN~ 'f
Thank pm for' vour let IeI' oJ I S Aug nst ancl ,'our ('I I l'I' in ti uITI \'ilae, arplyillg ror
'lh\lu Lentil'!' POSilioll ill OlU' ('ull ('cnlre ill 1, 01ldoJl,

p"

n

W(' CIII'I'(,II11), haw 1,,'0' Hl'tll1ril's for ' n'alll LC(ldel'" i n 011 r Ll , K, call ('Pili 1'1' a I IU " f' \You [d Iike 10
ill\'ile ~' Oll ('01' (III illili a l illler"il' ''' al 01.11' LO ll tioll ol'fil'p ill illP 1}('.\ l l\\'O w('('k s , rr S lJct'-c~srl.l l. you \vi lJ
Ihcll hI' askcd 10 allp l1(1 a 1'1111 dn) a ",P ;,S II){' 11 I ('{' lIll'e wilh ~(" PII othcr nppl icanl s l)(>xl JllO l ll h , arie l'
",bidl a final (kc i"ion "i ll 1)(' IJlarie,
\Ve will

pay VOIII' Iravell i ng ('xp e ll ~p;, lO I he illll'J'\'ip\\, atld to

IIle ass (' ~s nJ(',11l CI'lIl l' e,

if sclectcd,

Durillg the nSSC;;;;i11enl cellII'<" whi ch ,,; lI la ~ 1 fruw q a ,III.- .5 p,rn" h illch willll.he o lhc)'appli ca ill s

find a ~5eS501"" is pl'Ovidc'd H ~ pa rI of Lil<' day. If YUlIl1 ced o\'crllighl nCC'll[111l10ci ntiorl., then yu u w ill I.e
houkl'd LillO a locnllJolelllcul' OUI' ollicl', Full d e lai ls or Ii'l l' ClS~ E' SS HI('nl ('el1t['(' Pl'oc.l'riu]'(' will he sell I

In

VOII in

advaJlcl' il')'oll
We w(lllld he g rD I'dlll i I' you I' oliid I eiepliOlH' .IeJII IY -"-lil ls, PI'J'SOlllll'i Ass i ~ !<,l Jl I , i It LO ll doll (}Jl (OO+t )
020 R4:J (),');) 'J: ('XI :2:3 I 7 10 nna llg(' a ('on venicilt I ill1(' [01' the il l tf'l'vi ew, P1emw I'i utl P l lclo~ed <111
n ppJi('nl iOll form which \\'e \\'oliid like Y(}II lU ('O IUpl(' l l' a lid lakp alollg 10 I he i II Ierview wi l h YO!l,
WI' wi~ll ) Oll s!lcress

01 rll(,

i IIl1'rvie\Y and look {'orwCl I'd LO \\'(' Icoilli ng )'Oll to Ollr I ,on (i oll offi ce,

~ l-\
YOIJrs 'iill(,f're ly - o'l

U

1)01l80le, Hodrigll cz
H.enuillJH' nlOl'fic'cr

en e

6

-O w

True or false? Correct the false statements.
1

Melanie has applied for a position as Call Centre Assistant.

2

She sent a CV with her letter of application,

3

The whole recruitment process will be completed within two weeks.

4 The company will pay for Melanie's journey to the interview,
S Applicants will be told what the assessment centre procedure involves when t hey get to
the company.
6 They want Melanie to complete an appl ication form.
7

Melanie has to call Madrid to arrange the interview.

Se lection

117


18

I UNIT 2

7

Selection

Put the following parts of a letter into the correct order. Then check your answer with
the model letter on page 71f.

a

We would like to invite you to attend an
interview at this office and wouJd be
grateful if you could telephone the

undersigned as soon as possible to arrange
a suitable date and time.

b

We look forward to welcoming you
to our offices.

c

Thank you for your letter or
2 September, applying for the
position of ... with this company.

If you have any questions, please raise them

d

when you call to arrange the interview.

Enclosed is a copy of the person
specification and job description for
this job, which we would like you to
familiarize yourself with before the
interview.

f

e

Alternatively, you can go to our website for
these docLlments and other information
about the company. A map showing the
location of OLlr office is also enclosed.

1

5

.
l
DID

You

l 6 J

KNOW?

I Remember: when you write business letters the general 'rule' is ...
when you don't know the
person's name:
Dear Sir or Madam
Yours faithfully

8

• when you know the person's
name:
Dear Ms/Mrs/Mr Brawnley

Yours Sincerely

• when you know the person well:
Dear James
Best regards/Best wishes/yours/
Kind regards/Sincerely

First study the Useful Language below for arranging an appointment. Then look at your
profile in the Partner Files and, as a follow-up to the letter on page 17, make a telephone
call to arrange an interview .

File 02, p. 60
File 02, p. 62

USEFUL LANGUAGE

Monday's bad for
me I'm afraid.

Arranging an appointment by telephone
What date would be convenient for you?
What time would suit you?
Would Monday at 10.30 suit you?
Is t he 5th of March at 6 p.m. conven ient?
How about 10 a.m.?
Tuesday the 8th of July would be good for me.
Monday's bad for me, I'm afraid .
That sounds fine.
Yes, that wou ld be good for me.
I think that should be possible.

UNIT 2

Selection

DID You KNOW?

-

-

When a company employs new staff, they are taken on (U.K.) or hired (U.s.), When these
employees then decide to leave, they resign or hand in their notice/resignation.
When employees have to leave because they did something wrong, they are dismissed or their
contracts are terminated. More informally, they are sacked (U.K.) or fired (U.s .). If they have to
leave because a company can no longer employ them (e.g. due to bankruptcy or downsizing),
the employee is made redundant (U.K.), let go (U.s.), or even offered early retirement.
When an employee is laid off (to layoff), it is usually only temporary (for a season or because
of a drop in production) but sometimes it can be permanent.

9

Complete the sentences with some of the expressions above.
My best marketing assistant _ _ __ __ _ _ _ __ _ _ _ ' She's got herself another job

1

with more money!
Will we be able to _ __ _ _ _ __ _ _ __ __ a replacement when John hands in his

2

- -- -- -- - -- - - --?
3

We can't continue working in these freezing temperatures, so we'll have to _ _ _ _ _ _ _ _
six workers until the end of February.

4 Those staff who can't relocate to the new factory in the north when we close down will be

5

Fill me in on the details; I believe one of our shop assistants has been _ __ __ _ _ _ _ _
for stealing, is that right?

6 A new directive from head office has been introduced that al l employees over 63 will be

10

Sort the following interview strategies into a logical order.
a

Establish rapport and relax the candidate.

b Read the candidate's application and have it with you at the interview.
c

Use open questions as much as possib le to ensure the candidate gives detailed answers.

d Allow the candidate to do most of the talking but keep the interview focussed .

[
[

I

e

Before finishing the interview, explain what will happen next and by when,

f

Use a quiet office away from noise and interruptions.

g Welcome the applicant warmly, introduce yourself, and expla in the structure of the
interview clearly,
h Allow the candidate time for his or her own questions.

Can you add any other tips? What cultural differences do you think would influence such a list?

119


20

I UN IT 2

Selection

AUDIO

11
3

You will hear extracts from Jenny's interview with Melanie Smith. Listen to the first extract and
match the numbers to what they represent.

five

days a week

eight

years in previous company

seven

team leaders

ten

years with present company

six

call centre operators

AUDIO

Listen to the second extract and tick

0

the call centre problems they discuss.

3

1

Difficulties with customer complaints

2

Staff shortages

3

High absenteeism

4

Staff relationships

5 Stress

AUDIO

Listen to the third extract and complete the sentences.
3

1
2

I particularly _ _ __ _ ______ dealing with customers.
I have an _ _ _ __ _ __ _ _ to build a good rapport with people on the telephone.

3

I believe I am _ __ _ _ _ __ _ __ at it.

4

My _ _ __ __ _ _ _ __ has a good job in this area.

5 My company did ask me if I would _ _ _ _ __ _ _ __


UN IT 2

12

What do these words and expressions from the dialogue mean? Tick ~ the correct definition.
1

2

to fill someone in

to be promoted

3 t o out line som ething

4

liai son withi n the team

5 to co mplain
6

directive

7 to re locate

13

Se lection

a

to complete a form

b

to give mo re information so t hey have all the details

a

to move to a higher position in a com pany

b

to take a lower posit ion in a co mpa ny

a

to summarize

b

to give a detailed explanation

a

exchange of information between tea m me mbers

b

a romantic re lationsh ip

a

to say eve ryth ing is fine

b

to say t hat yo u are unhappy about somethi ng

a

a rul e

b

a special pe rso n who deals with somethin g

a

to move to a new area (with your job)

b

t o be asked to leave yo ur job

Use the following form to make notes about the interview. Listen again or refer to the transcript if
you need to. Do you think Melanie should be short-listed forthe assessment centre? Complete
gap 10 below with your own ideas.

Interview notes
Name of applicant: (1) Melanie Smith
Job applied for: (2) _ _ - - - - - - -

Customer service: good communication skills,

(8) _ - - - - - - - - - -

Date of interview: 04 September
Reason for leaving
Experience
a

5 years' experience in a similar position.

b

(3) _ _- - - - - - - - -

c (4) _ _- - - - - - - - -

(9) _ - - - - - - - - - -

Suitability for the position

Level of resp onsibility

Melanie appears to have the right qualifica-

a

reports directly to call centre supervisor

tions and experience to undertake this

b

(5) _ - - - - - - - - -

position. Her communication skills and

c (6) _ - - - - - - - - - -

rel ationship with staff (10) _ _ - -- - -

Specific abilities
Staff relationships: (7) _ _- - - - - -

Recommendation for shortlist to assessment
centre:

Yes

0

No

0

I 21


22

I UNIT 2

Selection

USEFUL LANGUAGE

r

The language of interview questioning
Look at the type of questions the interviewer asks in the dialogue on page 20. These are known as open
questions and usually avoid yes and no answers. Below are some examples of the way you can word you r
interview questions to get people talking about themselves and their experience .
What
What
What
What

L

14

... ?
aspect of your job do you like best?
do you know about ... ?
experience have you had of '" ?

How ... ?
How do you go about dealing with ... ?
How would you handle ... ?
____ _

Why .. . ?
Why do you want to leave your present job?
Why did you deal with the situation in that way?

OR
I'd like you to tell me ...
Could you give me an example of ... ?

Interesting. What else do you ... ?

Change these closed questions. which could be answered with yes or no. to open questions.
1

Do you get on well with your present supervisor?

2

Have you had many staff problems to deal with in your current job?

3 Do you consider yourself good at customer service?
4 Are you used to working shifts?
5 Are you able to work on your own initiative?
6

15

Do you work well under pressure?

First make a list of questions you would ask at an interview for your own ;ob.
Then exchange your list with a partner and practise asking and answering the questions
in an interview situation. Try to use the Useful Language in the box below for
establishing rapport and asking follow-up questions.
USEFUL LANGUAGE

I
I
I

I

Establishing rapport and relaxing the candidate

Asking follow-up questions

It's nice to welcome you here and I hope you'll enjoy the
interview.
Please feel free to ask any questions you may have.
I'm going to start by ... and then we'll talk about .... Finally,

Could you tell me some more about ... ?
Wh at exactly do you mean by ... ?
Could you en large on that?

lI _we can deal Wi~ ~y~Oints you would like to ra ise.

16

Word families: Complete the following sentences with words related lothe keywords.
(You might need to add prefixes or suffixes and change the form.)
apply

1

There were two _ _ _ _ _ _ _ who were far better than the others in terms of

2

previous experience.

All candidates must complete an _ _ _ _ _ _ _ form to bring to the interview.

3 The employment legislation is not
25 hours per week.

to people working less than


UNIT 2

select

Selection

4 As we had a lot of candidates for the advertised position, we were ab le to be very

5

We offer a

of benefits to our personnel in addition to salary.

assess 6 In some types of recruitment,
7

It was difficult to

centres are used regularly.
the final two shortlisted applicants as they had

such mixed skills.

How important is age in the selection of candidates? Listen to the five speakers and complete
the phrases.
AUD IO

1
4-8

It is not relevant to ask someone's age. You can work it out roughly from their
_
_ __
1 and, anyway, the important thing is whether or not they have the

_ __

_

2

_

_ __ __

2

to do the job, not how old they are.

Yes, I totally agree and older people have a lot of experience and _ _ __ _ _ _ 3 to offer.
Plus they are often better _ _ __ __ _4 than their younger colleagues - they're more

reliable and take less time off work.

3 I'm afraid I can't agree with you on th at. Older people are not as
higher

6

5,

they expect

and they get sick a lot. And they have trouble fitting into a young

team. Companies want younger employees who can bring in fresh ideas and are not so
expensive!
4 You can't run a company efficient ly with young,
_ _ __ _ _ _7 people. You need to retain
older managers to train the younger ones and
you have to organize effective succession
planning in a company. There should be capacity
for a broad age

8

and diverse

experience in all areas of the business.
5 I think laws on age _ _ _ _ _ _ _9 are
wrong. Why should the government be able to
tell us who to hire? Only the companies know

which people are right - or wrong - for the
_ __ __ __
10 . The government shouldn't
tell us how to run our business.

Which opinions do you agree with?

How would you feel if, after 20 years in your profession, you were considered too old for the job?
Do you think legislation on age discrimination will help the situation?
What kind of policies does your company have on age discrimination?

I 23


24

I

A

Employee relations

STARTER

Here are some word partnerships that apply to employee relations. Some of the letters are
missing. Complete the words and then match them with the definitions on the right.
sOD

disOOO mOOOt OD n

0 O ct of
D qu O 0 pay

con D

em O

a
1

0 D D mO O t

b
c
d

2

3

pa OD nOOO IOD ve 4
workp O

0D 0

s O ort-tO mD

inj D

0 D es

wO rkO D g

e
f

5

g

6

discO plD nO O y and grO

0 van D e

procedure 7
h

wO O k-reO O ted st D ess 8

reduced working hours, usually when a
company has a decrease in production
accidents that happen at work
to treat someone of either sex unfairly
the right for parents to take time off
work to look after a child
the same salary for men and women
stress caused by negative factors in
the job

procedure when an employee breaks
the rules and what the employee can
do if unhappy with a decision
written details given to an employee
to confirm terms and conditions

Now match the headlines below with some of the word partnerships above.

A

6,000,000 hours lost in one year

80% of males don't
B

take daddy time off

D

E

C

Woman refused iob
on oil rig

Secretary falls over pen company must pay

Waiters paid more than waitresses

UNIT 3

Employee re lations

AUDIO

1

A recruitment officer, June Stewart, and a team leader, Chiara Rossi, are discussing terms and
conditions with Marion Pelletier, who has just been offered a position with Business Systems Ltd
at their Manchester office. Listen to the conversation and decide whether the following
statements are true ~ or false

0.

Marion will be working flexitime in her new job.

1

2 She will be paid for the first 12 weeks if she is ill.
3 Her holiday entitlement is 20 days from the date she starts with Busi ness Systems.
4 She sent in copies of her references with her application.

S She hasn't told her employer in Marseille she's leaving yet.
6 She will receive the offer letter in two weeks.
AUDIO

Complete the sentences giving information about employment terms and conditions,
by matching the two halves of the sentences.

I'm afraid we don't

1

2 We'd like to tell you something

3 I'm sure that won't be a problem
4

By the way, we're current ly looking

5 So let's start with
6 If you are ill, we expect you
a as it's only a week.
b about conditions of employment.
c to phone in as early as possible ...
d your hours.
e at more flexible working arrangements ...
f

operate flexitime yet.

Listen to the extract again and fill in the missing words in each sentence (the first letter and a
clue at the end are given).

1

We current ly 0_ _ __ _ _ _ a 40-hour week (p lus lunches) . (to do something in a particular

way)
2 ... there may be 0_ _ _ _ _ _ _

during busy periods. (working longer hours tha n normal)

3 This is either paid or given as t _ _ _ _ _ _ _

0_

_

_

_

_

_

_

in lieu. (when you are

not working)
4 Your paid a_ __ _ _ __ holiday is 20 days. (per year)

S We'll be t _ _ _ _ _ __ up references with your previous and present employer.
(to apply for)

6 We'll make the offer of employment 's _ _ _ __ _ _

to satisfactory reference'.

(conditional on)

r

DID You KNOW?

I

The practice whereby employees can choose exactly what time they start and fi nish
work is called flexible working, flexible hours, flextime (U.s.), and flexitime (U. K.) .

I 25


26

I UN IT 3

2

Employee relations

Complete the puzzle with words from the listening exercise.
Across
6 the opposite of tem porary
7 ways of doing thi ngs
8 instead (of sth else)

9 to get officia l perm ission:
to ... sth with sb

2
4

3

5

Down
people who supp ly the informati on
in 5 down
2 to agree to sth, to keep a pro mi se
3 an official wri tten agreeme nt
4 letter containing all terms and
cond itions: ... letter
5 information about how well you
worked in you r previous job(s)

1

3

Complete the table with words and phrases from the box.
Working time

Employment status

Absence

shift worIC

trial period

annual leave

Ending employment

.&Rift VVi."JrK'" · notice period • ~ . part-time employment • ..tI:ia1

!=lEi imr

·

core time • sick leave • public holiday • resignation • vacation • dismissal •
fixed -term contract • six-day week • redundancy • tempo rary emp loyment • flexitime
• probationary period • holiday entitlement

Compare you r table with a partner's and try to add words to each category.

4

Word families: Complete the following sentences with words related to the key word flex.
(You might need to add prefixes or suffixes and change the form.)
1

We have a very __________ syst em in t he co mpany for our staff who need time off
work for ch ildcare .

2

We've been operatin g __________ in t he company since t he early 90S .

3 There is litt le or no

for our staff in terms of hours of work as th ey have

to be aro und when ou r custom ers need them.
4

Unfortunately, ou r managin g di rector is very _ _ _ _ _ __ ___ whe n it comes to deadli nes.


UNIT 3

5

Employee relations

Look at the list of points that should be mentioned in a contract of employment in the U.K.
Match them to the extracts from some model contracts (a-j).
1

date the employment begins

6 location of workplace

2

rate of pay and when/how paid

7 notice period

3

normal hours of work/overtime/shift patterns

8 sick pay provision

4

holiday entitlement (including public holidays)

9 pension scheme terms

5 job title (or a brief description of the job)

a

10

The amount of notice you are required to

discipli nary rules and grievance procedure

b

give or be given by your employer in the

A copy of the company's disciplinary
procedure is attached to this contract
and employees are asked to read it
carerully.

first four years is four weeks.

c

Your basic salary will be £35,000 per annum,
payable monthly in arrears by credit transfer
to your bank or building society.

d

Your normal place of work will be
the above address. From time to
time the company may require
you to work at other sites on a
temporary basis.

e

Your employment begins on
1 January 20 ...
f

The company does not offer a pension
scheme but provides access to a stakeholder
pension. Details can be obtained from the

g

You may be required to work on

personnel department.

a public holiday. If so, you are
entitled to time off in lieu.

h

Norma l hours of work are 37Yz per week,
9 am to 5.30 pm Monday to Friday, with
one unpaid hour for lunch each day.

You must i n form the o f fice
by 1 0 am on the first d ay of
absence . Fa i lure to do so
may rend er you subject to
disciplina r y action and may
also bar you from sick pay .

Your current job title and responsibilities are
detailed in Schedule

1

and may be amended

from time to time. Any changes will be
discussed with you fu lly and notified to you
in writing.

How are contracts similar or different in your country? What points must be mentioned?

I 27